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Overview
Overview
This instructor-led training program was developed to strengthen advanced customer service and communication skills for employees supporting patient-facing operations.Â
The course focused on helping learners build stronger interpersonal communication techniques, improve problem-solving abilities, manage challenging interactions, and create more personalized service experiences.
A defining aspect of this project was that the curriculum was developed without access to a traditional subject matter expert or established source materials.Â
To successfully design the program, I leveraged AI-assisted research and content development tools to help analyze customer service best practices, organize instructional concepts, and accelerate curriculum development.Â
The result was a fully developed eight-hour instructor-led training experience created entirely from the ground up.
Project Highlights
Project Highlights
Designed and developed a complete instructor-led customer service curriculum from scratch
Successfully created a comprehensive program without access to a dedicated SME or pre-existing course materials
Leveraged AI-assisted tools to support research, content development, and learning activity design
Developed both classroom-based and AI-driven learning experiences
Created engaging scenario-based activities focused on real-world communication challenges
Built a scalable training solution that blended instructional design strategy with emerging technology tools
Deliverables
Deliverables
Instructional Design Plan & Curriculum Map
Project Plan & Development Timeline
Facilitation Guide
ILT Slide Deck
Learner Activities & Scenario Practice
AI-Driven Mock Conversations
Evaluation Materials
Tools
Tools
PowerPoint
Word
AI (CoPilot)
Camtasia
Adobe Creative Suite
Bright AI Learning Software
Audience
Audience
Existing Employees
Year
Year
2025
My Role
My Role
I independently led the design and development of the entire training program from initial planning through final curriculum creation. My responsibilities included:
Developing the instructional design plan and curriculum map
Creating project plans and development timelines
Designing the facilitator guide and learner materials
Building the presentation slide deck and ILT activities
Developing scenario-based practice exercises
Creating AI-driven conversation activities
Structuring learning objectives, instructional flow, and assessments
Integrating AI-assisted tools into the content development process
This project required balancing instructional design expertise with independent research, strategic planning, and emerging AI-supported development methods.
Instructional Approach
Instructional Approach
The course emphasized active participation, learner reflection, and practical application through scenario-based learning activities and collaborative discussion.
Interactive activities included:
Empathy in Action
Find the Personalization Moment
Problem Solving in Complex Scenarios
Proactive Communication Exercises
Peer Coaching Circles
In addition to live instructor-led activities, AI-driven eLearning conversation experiences were developed to provide learners with realistic communication practice opportunities in a safe, low-pressure environment.
The instructional design strategy focused on creating an engaging and supportive learning environment that encouraged learners to practice nuanced interpersonal skills while receiving immediate feedback and coaching.
Curriculum Structure
Curriculum Structure
The final program was designed as an eight-hour instructor-led course organized into six modules:
Welcome & Orientation
Introduced learners to course expectations, customer service principles, and the importance of patient-centered communication.
Personalizing the Patient Experience
Focused on empathy, active listening, personalization strategies, and building trust through meaningful interactions.
Advanced Skills Development
Explored communication techniques, conflict resolution strategies, and methods for navigating challenging customer interactions.
Call Management & Leadership
Developed skills related to professionalism, proactive communication, accountability, and leadership behaviors during customer interactions.
Practice & Feedback
Provided learners with opportunities to apply new skills through guided scenarios, peer collaboration, and facilitated feedback sessions.
Evaluation
Measured learner understanding and encouraged reflection on skill application and continuous improvement.
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